商务沟通与技巧outcome2.docx
- 文档编号:27812297
- 上传时间:2023-07-05
- 格式:DOCX
- 页数:8
- 大小:19.13KB
商务沟通与技巧outcome2.docx
《商务沟通与技巧outcome2.docx》由会员分享,可在线阅读,更多相关《商务沟通与技巧outcome2.docx(8页珍藏版)》请在冰豆网上搜索。
商务沟通与技巧outcome2
Reporton
CustomerCareStrategyinSamsung
Preparedfor:
Eaco
Candidatename:
PengZiwei
GradeandClass:
InternationalbusinessClass6
StudentNumber:
20125644
TableofContents
1.0Summary.....................................................................................32.0Introduction................................................................................3
3.0Procedures...................................................................................3
4.0Findings.......................................................................................4
4.1Customercarestrategy.............................................................44.1.1IntroductionofSamsung
4.1.2Samsung’sBusinessPrinciple
4.1.3IntroductionofSamsung’scustomercarestrategy
4.2Customercaresystems..............................................................44.3Customercarestandard............................................................64.3.1Environment4.3.2Customer4.3.3Employee4.3.4Community4.3.5Supplier4.4TheresearchofSamsung'scustomerfeedback.........................75.0Evaluation........................................................................................76.0Conclusion........................................................................................8
7.0Recommendation.............................................................................8
8.0Reference..........................................................................................9
9.0Appendices.......................................................................................10
1.0Summary
SamsungGroupisaSouthKoreanmultinationalconglomeratecompanyheadquarteredinSamsungTown,Seoul.Itcomprisesnumeroussubsidiariesandaffiliatedbusinesses,mostofthemunitedundertheSamsungbrand,andisthelargestSouthKoreanchaebol.Recently,itsGalaxyS4andNoteIIIbecomepopularwithsomanyyoungpeople.Butmostofitselectricproductshaveproblemseasily.ThecustomersarecuriousaboutSamsungasaworldwidecompanyhowtosolvecustomerservices.Andwhatthecustomercarestrategyis.
2.0Introduction
This report,mainlytalksaboutthestrategyofSamsung’scustomercare.First,theintroductionofSamsung’scustomercarewithitsformationisinvolvedinthesecondsection.Second,itgivesaspecificlistofcustomercarestandard,includingenvironment,customer,employee,communityandsupplier.ThenitchieflyreferstotheSamsung'scustomerfeedback.Methodsofquestionnaireandtelephoneinterviewareusedinthecustomerfeedback.Aftertalkingaboutthecustomerfeedback,itanalysesaboutfeedbackandhavemadeaconclusion.Atlast,anevaluationofSamsungElectronicsisgivenbyauthor.SomerecommendationsarealsogiventoimproveSamsung’scustomercare.
3.0Procedures
TofinishthereportmainlythoughbrowsingthewebsiteandreadsomebooksaboutSamsungtosearchmanyusefulinformation.Togatherrequiredmoredetailedinformationtoproducethisreportextensiveusewasmadeofthequestionnaire,thiswasthemosteffectivewayofobtainingdata.
4.0Findings
4.1Customercarestrategy
4.1.1IntroductionofSamsung
SamsungwasfoundedbyLeeByung-chulin1938asatradingcompany.Overthenextthreedecadesthegroupdiversifiedintoareasincludingfoodprocessing,textiles,insurance,securitiesandretail.Sincethe1990sSamsunghasincreasinglyglobalizeditsactivities,andelectronics,particularlymobilephonesandsemiconductors,havebecomeitsmostimportantsourceofincome.
4.1.2Samsung’sBusinessPrinciple
Samsung’sManagementPhilosophyisto“devotetoourhumanresourcesandtechnologytocreatesuperiorproductsandservices,therebycontributingtoabetterglobalsociety.”
4.1.3IntroductionofSamsung’scustomercarestrategy
Samsungsinceitsestablishment,haswholeheartedlycommittedtothecustomerservicework"toprovidecustomerswithhighqualityandperfectservice.""Nocomplaintsofserviceisthegreatestbenefitofourbusiness."Incompany,everydepartmentwilltrytheirbesttodo"customersatisfaction".Everyyear,thecompanyalwayssendthemanagersandtechnicalstaffonmissiontoKoreanSamsungHeadquartertostudyandtraining.Samsunginordertoensuregloballeadershipandunity,andeverycompanycangivetheperfectcustomercare.
4.2CustomerCareSystems
SamsungsetupaspecificcustomercaredepartmentinordertobuildCustomerCareSystembetter.Samsungregularlyconductsstudiestobetterunderstandcustomers’behaviorsandexpectations.“People-oriented”istheoverallconceptofSamsunginsurance,thecompanymakeseverySamsungcustomers,salesstaffandworkersbefullyembodiedvalues.
Notasinglecompanycanguaranteethateveryproductsareperfect.IfacustomerbuySamsungproductsneedafter-salesservice,theirpowerfulCustomerCareSystemswillpresentimmediatelytoyou.Thecustomeroftenhearthecountersaid"Theproductisbroken,pleasefindthefactory."Somecompanychoosetoshirktheresponsibility.However,Samsungwillfirsttimeputforwardthat"whereistherightplaceshouldhelpcustomerstosolvetheproblems",anewmodeofafter-saleservice.
●Getthesupportofdealers
Inordertocoordinatethismeasure,Samsungshouldtogetthesupportofdealers.Soalmosteveryweektheyalwaystosearchthekeydealer,andgivesupporttosolveproblemstogether.Theirafter-salesservicestationspreadalloverthecountry.
●Setoperationalprioritiesorcatalysts
Inordertoachieveleadershipambition,theSamsungGrouphasestablisheditsstrategyaroundabusinessmodelandasetofclearlydefinedoperationalpriorities.Samsunghassetfiveoperationalprioritiesorcatalystsforchange:
productinnovation,corebusinessexpertise,distributionmanagement,qualityofservice,productivity.
●Responsiblebehaviour
Itisthroughadoptingaresponsiblebehaviour,aswellasthroughsustainableadded-valueproductsandservices,thattheGroupisabletomosteffectivelyparticipateinsocial,environmentalandeconomicprogress.Samsung'sresponsibilitytowardsshareholdersincludesensuringthelong-termviabilityofthecompanythroughsoundandtransparentcorporategovernanceandacultureofbusinessethics,supportedbySamsung'sStandardsandcodeofethics.Theyalsoencourageandrewardenvironmentallyresponsiblebehaviour.Theyalsosupportemployeewell-beingandtakesomemeasurestomonitoremployeetoimprovetheefficiencysothattheycandeveloptheorganization.
4.3Customercarestandard
4.3.1Environment
Samsungisresponsiblefortheenvironmentalprotection.Usingenvironmentalprotectionmaterialandpayattentiontorecycling.
SamsungGroupworkingtoimprovethemateriallife,andrespondtocalloftheworld'semissions,theuseofgreenenergy.
Samsungcommitstosupportthefightagainstclimatechangeandotherenvironmentalprotectionefforts.
Samsungisalsoawareoftheroletheycanplayinpromotingenvironmentalawarenessamongourstakeholders.
4.3.2Customer
SamsungGroupiscommittedtotheinternationallineofelectronicproductsmanufacturing.
SamsungGroupiscommittedtoimprovingpeople'smateriallife.
SamsungGroupiscommittedtothecauseoftheworld'scommunications.
4.3.3Employee
Samsungtakesresponsibilityinemployee’sworkplace,providingacomfortableandsecuresituation.
Samsungstrivestobearesponsibleemployer,placingemployeeengagementattheheartofitsbusinessstrategy.
Samsungfostersdiversityandequalopportunitiesforall.
Samsungpromotesemployeeparticipation,encouragesprofessionaldevelopment,andsupportsemployeewell-being.
4.3.4Community
Samsungtakesresponsibilitytowardscivilsociety.
Samsungstrivestoplayapositiveroleinsociety,bybuildingaculturethatpromotesemployeevolunteering.
Samsungiscommittedtocharitiesthatdonatemoneytohelppoorpeople.
Samsungisalsocommittedtosharingourbusinessexpertisebyhelpingtobuildbetterunderstandingoftherisksfacedbyindividualsandsocietyatlarge.
4.3.5Supplier
Samsungintegratessocialandenvironmentalcriteriaintheselectionandmanagementofoursuppliers.
4.4TheresearchofSamsung'scustomerfeedback
Toimproveefficiencyandattractmorecustomers,Samsunghavedonealotofsurveys,theycanmakethetargetthroughthesurvey.Themainreasonofbusinesssurveyisthattheycanimprovetheircustomerservicesothatthebusinesscanbeexpandedallovertheworldbymoreeyesightfromcustomerstomakemoreprofit.
Therearetwoacademicfunctionsoftheresearch:
settingorcreatinghypothesisandin-depthresearch.Theresearchsourcesfromasolidacademictraditionthatplacesacceptedtrustinnumbersthatrepresentopinionsorconcepts.
Samsungregularlyconductsstudiestobetterunderstandcustomers'behaviorsandexpectations.Theyaccordingtothequestionnairetoknowtheproblemsaboutthecompany,whichwillbetterunderstandtherequirementofthecustomersandimprovethecustomerservice.Butthequestionnaireincludeislimitedandsimple.Ittakesalongtimetocollectquestionnaires.Sosomewillusetelephoneinterviewingsurvey,itlikehasaface-to-facetimetochatandfindoutsomedeepproblemstheyshouldmakebetter.
5.0Evaluation
Samsungtrytheirbesttousesdifferentwaystoknowwhatproblemexistincompanyandfindoutthesolutiontoimprovetheircustomercare.Thecompanyalwaysadheretosendoutmanagersandtechnicalstafftotrainingfromweekstomonthswhichisthebestwaytodevelopcustomercarestrategy.Samsungalwaysunderstandcustomers’trends,andmeettheneedsofcustomers.What’smore,theywouldhelpthemt
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 商务 沟通 技巧 outcome2